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    Improving customer engagement and satisfaction through better quality of service

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    Reducing Customer Service costs by increase efficiency

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    Driving sales by maximizing every sales opportunity

Latest Resources

Consumers vs Agents: Can the Gap be closed?

The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.

  • 2015 Eptica Multichannel Customer Experience Study

  • Knowledge Management for Customer Service Success

  • May 22, 2015

    The rise of the Customer Engagement Center

    Delivering a superior customer experience can now be extremely complex for companies. Consumers want to use multiple channels, and expect to be able to switch between them seamlessly on the customer journey, while still receiving the same high level of fast, consistent service, personalized to...

  • May 20, 2015

    What are the factors affecting channel choice?

    In today’s multichannel world, providing service through the channels that customers want has never been more vital. Obviously you need to deliver a consistent experience across every channel, but with resources tight, how you split agent time can be a juggling act.So it is important to...